HELP DESK SUPPORT SPECIALIST IV (SUPERVISOR/LEAD)

VSolvit•Oxnard, CA

3h•Onsite

About The Position

This position provides senior-level support and leadership within a 24x7x365 operations environment, combining advanced help desk functions with real-time system and facility monitoring oversight. The Help Desk Support Specialist IV serves as the lead for incident management, process monitoring, and operational continuity for mission-critical systems and services. This role is responsible not only for resolving complex escalated issues but also for supervising help desk personnel, managing daily operations, and coordinating project and service delivery activities. The position ensures alignment with service level agreements (SLAs), operational procedures, and customer expectations while maintaining high system availability and performance. The Help Desk Support Specialist IV acts as the primary interface between the help desk team, engineering staff, and program leadership, providing guidance, escalation management, and operational reporting. This role requires strong leadership, decision-making, and organizational skills in a dynamic, mission-critical environment. As with any position, additional expectations exist. Some of these include, but are not limited to, adhering to normal working hours (including shift oversight as required), meeting deadlines, following company policies as outlined by the Employee Handbook, communicating regularly with assigned supervisor(s), staying focused on assigned tasks, and completing other tasks as assigned.

Requirements

U.S. Citizenship Required
High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred
6+ years of IT support or help desk experience in a corporate or operational environment
2+ years of experience in a supervisory, lead, or team coordination role
Strong experience with incident management and ticketing systems
Demonstrated leadership, organizational, and decision-making skills
Ability to manage multiple priorities in a fast-paced, 24/7 operational environment
Strong written and verbal communication skills
Ability to obtain and maintain a DoD Secret clearance

Nice To Haves

Current/Active DoD Secret clearance
CompTIA Security+ (IAT Level II) certification
Experience leading operations center, NOC, or watch floor teams
Experience supporting DoD or Navy operational environments
Knowledge of ITIL processes and service management frameworks
Experience with performance metrics, reporting, and SLA management
Experience supporting audits, compliance, or contract deliverables

Responsibilities

Oversee and support resolution of escalated Tier I and Tier II support issues
Monitor applications, systems, and services to ensure availability, performance, and operational compliance
Lead incident management activities including prioritization, escalation, resolution oversight, and reporting
Proactively identify system anomalies and ensure appropriate corrective actions are taken
Monitor and ensure proper response to facility environmental systems including power, HVAC, fire suppression, water detection, and physical security systems
Maintain operational awareness of all systems within a 24/7 operations center environment
Coordinate with Tier III support, system administrators, and engineers to resolve complex issues
Ensure compliance with service level agreements (SLAs) and operational performance metrics
Oversee documentation efforts including SOPs, policies, and operational procedures
Provide direct supervision and daily oversight of help desk personnel and operations staff
Assign tasks, manage shift coverage, and monitor workload distribution across the team
Review and validate work products including incident tickets, reports, and documentation for accuracy and completeness
Mentor and train help desk staff to improve technical capability and service delivery performance
Provide input to performance evaluations, professional development, and staffing decisions
Facilitate team meetings, shift briefings, and knowledge-sharing sessions
Promote adherence to operational procedures, customer service standards, and best practices
Coordinate and manage help desk-related projects, initiatives, and process improvement efforts
Track and report operational metrics, trends, and performance indicators to program leadership
Support quality assurance activities including test plans, reporting, and continuous improvement initiatives
Serve as primary point of contact for customer communication regarding service desk operations
Identify opportunities for automation, process optimization, and efficiency improvements
Support contract deliverables, audits, and compliance requirements